Founded by Alex Blair in Charlotte, North Carolina, RestoPros grew from a successful single location into a rapidly expanding franchise network. “In the last two years, we’ve grown by almost 100 locations,” shared Chelsea, the Franchise Onboarding Director at RestoPros.
Here, we’ll explore MightyCall’s contribution to this growth and the specific value our business communication service provides to the RestoPros teams.
Looking for the right business phone system
Once RestoPros was ready to start their franchising journey, they realized their current communication solution needed to be upgraded into something more robust. Luckily, they had already had one direct use case on this front, Chelsea shared:
One of our high performers, who started using the system [MightyCall], and then that location grew. It’s now one of our largest locations. They were the ones really using MightyCall far above and beyond.
Having this precedent under their belt made them lean towards MightyCall while choosing the right solution, but another reason was the pricing:
The price points certainly came into play, but what we were looking at in the comparisons was that you guys had just as many options and everything we needed, but at a lower price point.
MightyCall understands the struggles of SMBs and the importance of finding a suitable, affordable solution without sacrificing functionality. Our mission is to provide an accessible enterprise-level solution for SMBs, which is why MightyCall’s prices are among the lowest in the industry.
Let’s look at some key MightyCall features the RestoPros team is using to grow their operations.
Call flow builder
The Call flow designer determines where incoming calls are directed. Based on the need, you can customize it by selecting one of the 9 routing options available:
- Call to user,
- Call to group,
- Call to queue,
- Call the non-MightyCall number,
- Voicemail,
- Interactive Voice Response (aka voice menu),
- Dial by name,
- Play audio,
- and disconnect.
In the case of RestoPros, they needed a voice menu to direct callers to the appropriate department, ensuring their concerns were addressed efficiently. This is how they set it up:
Number one: emergency response—this is going to the 24/7 line. Whoever is monitoring and picking that up is always ready to get out there. We just need to receive the call and get in touch with the customer. Second, we have business development. We have someone responsible for the relationship. If a partner calls in, maybe with something specific they need for a customer or something they want to discuss with one of the managers, that call can be routed directly to the appropriate person. Lastly, we have billing, which likely includes the insurance side of things. This is more of a back-office, administrative task.
Text messages
MightyCall supports both SMS and MMS with a wide range of file formats, including jpeg, png, GIF, mp3, wav, mp4, PDF, txt, csv, and zip. Depending on the business type, some of them come more in handy than others.
A few other MightyCall features make SMS and MMS even more powerful business tools. Firstly, messages can be viewed by the entire team in the agent workspace’s shared communication history, allowing access to all communication among team members. Secondly, anyone on the team can leave internal notes on the message with updates, details, or other relevant information.
On top of this, MightyCall makes sure all your communications are compliant, Chelsea commented:
We do receive a lot of text messages, and we handle a lot of that in this business. One thing we’ve been able to do is ensure that we meet the compliance standards of what MightyCall and the carriers are looking for. It’s a very easy turn-on, and then it works the exact same way as receiving texts or calls on any regular device you pick up from a phone carrier. MightyCall can do that as well.
Call recording
When it comes to critical situations (which RestoPros frequently encounters, given their area of expertise), it’s important to keep all the details on file and have easy access to them. This is where call recording comes in: set up the numbers and types of calls you want to record, and voilà! Enjoy your call recordings in the call log tab.
Another reason to use call recording is to review calls conducted by your team, identify areas for improvement, and ensure that everything said during the call is accurate. This isn’t about micromanaging; when done strategically, it can be an efficient tool for agent training and onboarding.
They [RestoPros’s one of the largest franchisees] were doing call recording, which in turn was helping them with capturing conversations, whether with customers or insurance adjusters. It was just good to have that on record for some of those types of interactions.
Scalability
One thing you should know about a business is that you start small, and if things go well, you grow fast. It’s better to have tools that can do the same: start small without upselling you unnecessary features at the beginning, and then offer more as your needs grow.
Most MightyCall plans start with a 3-user minimum, but it’s possible to add more as you grow. This flexibility was crucial for RestoPros and their new franchisees that were opening, Chelsea said:
We can use it [MightyCall] for franchisees that are starting off and only need 2 to 3 phone numbers, but it can scale up to having 25-plus employees. We were able to gradually enhance what they could take advantage of on an as-needed basis, instead of grabbing a larger package they may not utilize for a while. That certainly was also one of the standouts—being able to gradually get what we needed.
Best-in-the-industry customer support
And no, we don’t just say that. We actually provide live customer support for MightyCall users on all plans, and no, it’s not a robo-chat trained to write like a human. It’s an actual person talking to you on the phone. This is unheard of in the VoIP industry.
Over 200 G2 reviews prove that as well. Chelsea also mentioned this:
When it comes to me and why I’m recommending MightyCall, the customer support level has been amazing. Vishal is the representative I go to for anything I need. In some companies, they don’t allow that, right? They want you to send in a support ticket, and you have to go through certain channels or, heaven forbid, call a 1-800 line and try to figure that out. Any time I’ve ever emailed him, he’s been super responsive and attentive. He doesn’t mind me even putting him in direct contact with one of our franchisees to help iron out a problem or answer a question. It’s just been easy.
The impact
The most important impact here is that now most RestoPros franchisees are equipped with a trusted and proven tool that is ready to scale with the location’s growth.
I highly recommend MightyCall for the ease of communication and the options it gives you.
MightyCall has become a proud partner in RestoPros’ success, and we look forward to seeing their full potential in their mission to help Americans restore their homes after damage.
